Jack Brickey Expert

I too am interested in this. I have been looking for similar solution. Here is a thread that I submitted that involved Atlassian rep. https://answers.atlassian.com/questions/43207726

Sebastian, I'm having a bit of trouble following your request but let me start w/ the following answer/statements... * You can add JSD application to your current JSW/Confluence instance. * You can set up JSD such that anyone can create a customer account via email. The way this works is, you provide your customers with a…

Eshan, no. I only have a few JSD agent licenses for a few IT resources. I have many (~60) JSW licensed users and some of these users are developers or individuals that need to collaborate on JSD. Just create a group for the collaborators, add the JSW folks to the group and add the group to the permissions you need/want,…

Eshan, I'm not 100% sure to be honest. But I can tell you what i did to address my immediate needs. I created a group called JSD-Observers and added the JSW licensed users that I needed to be able to collaborate. I then added this group to my Permission categories as needed, e.g. Browse, Comment, etc. Having said that I…

Only agents can actively 'work' JSD issues. Your JSW licensed user can collaborate (comment, view) on the JSD issues. They cannot edit them, e.g. assign, transition, etc. In my use case I provide my JSD agents w/ JSW access so that they can create/link issues.

Teet, your inquiry is unclear/incomplete. If you could provide more info that would be helpful. With that said it appears that maybe you are trying to add a preformed salutation and signature every time a comment is added, leaving the body open for user text input. There is no way to do this that I am aware of and unsure…

Nic, I had run across this earlier but there seems to be a broken link on that page. If you look at the section on Manage Agents at the end there is a "Learn more" link it doesn't resolve to a new page. I haven't spent any time to investigate this further. When I originally set up collaborators (licensed JSW users) I…

You may be experiencing an Internet Explorer incompatibility issue. Try another browser and if it works then you should look to upgrade IE to latest. 

BTW, if the customers already exist in the JSD project then you can add them to the organization in a similar copy&paste means. Just select the Organization in the customer list and then select Add customers on the organization page. What happens is that these customers are moved out of the generic customer list and 'into'…

Yes, manually created. See if the following works. If you have a spreadsheet that has all the customers listed AND if you have the organization, they belong to then do the following: * Manually add the organizations in JSD project via customer page>Add organizations. I expect there are not that many. * sort your…

Michael, if you have all of the customer's emails in a spreadsheet simply select them all, copy and paste into your "add customer" pop up. you can do the same to add customers into an Organization you created. At least it worked for me.

Ladina, I was playing around with this and believe the following is the way to go. However, in the brief time I worked on it I did hit an issue that I have yet to explain. You will see this as you read on... * Create a new SLA "Time to 1st Response". Use Start on Issue created and stop on Comment: for customers. The stop…

YAY!

Kristin, so did you go into the "i need a quote" request type, edit the fields and add the "best contact number"? If so can you capture the screen where this was done?

Kristin, this question was bugging me yesterday opening up an old question I had so did some more digging reaching out to Atlassian. In fact you can add a custom field to the portal with some exceptions. As of this moment, JIRA Service Desk should allow for any custom field to be used except for Group/Project/Version…

I previously researched this and found that it was not possible to include custom fields on the portal screen to submit a request. My research may be incomplete/flawed but don't believe so. would love to find out i'm wrong.

Kristin, can you add more details into what you are trying to accomplish. What do you mean by "Raise a Request screen"?

Katarzyna, queues really are nothing more than filtered lists. So you don't actually move them between queues but rather just change the filters defining the queue. This is done by... * go to the project in question * click Queues * select the queue in question and then Edit Queue (upper right) * change the filter There…

By default the one commenting should not receive a notification. At least that is how it has always worked for my projects. I have never had to edit this setting in my profile but as Joe mentioned that is the place to first look. You can also use the "Notification helper" in the project's Notification screen to tell you…

Halby, go to the specific project > Project Settings > Customer Permissions and disable Anyone can email the service desk or raise a request in the portal

Arpan, I highly recommend you follow thru the JIRA documentation (https://confluence.atlassian.com/servicedeskserver032/jira-service-desk-documentation-828800367.html) as it is quite good and you learn a lot there as a new user. Also, from experience, I caution against making a lot of customizations to workflow initially…

yep...I'm going to open a support case for this request.

yep cloud so no scriptrunner. For now I have chosen to create some customer fields (MBO Year and MBO Quarter) to simplify my JQLs. I will simply have to edit my filters each quarter for now I think. yuck! We may move to server at some point then scriptrunner would be an option.

Adam, I'm using cloud so things are a bit different. However, what do you see if you navigate to Projects>Service Desk> Create new project. Below is what i get but expect you are not seen the service desk project type. Wish I could be of more help here. Suggest contacting Atlassian support. image2016-10-24 12:2:57.png

also check under JIRA>Applications>Application access.

Strange...I assume you are an admin. if you look at your user details in user management i wonder if you see JIRA Service Desk in the applications section and it it check for you?

Unless you want to make the JIRA user an agent then they cannot be assigned the task directly w/in JSD. What I have done is to have my agent clone the JSD issue and move it to the JSW application assigning to the person of choice. I have also created JSD automation to automatically resolve/close the JSD linked issue when…

Sigh....it was there is front of me. Though not obvious. You just have to edit the custom email address and click "NEXT" before the option to choose the type shows up. 

Markus, I think maybe you are using the incorrect search box for this action. See below. search box.jpg NOTE: if you are going to do this search frequently I still recommend creating a filter as I mentioned previously and saving it but which way is best depends on whether the search criteria is static or dynamic.

something went amiss w/ my comment. the JQL should be <custom field> ~129 or similar